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Frequently Asked Questions

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Cancellations

Yes – any cancellation fees are determined by the property and listed in your cancellation policy. You'll pay any additional costs to the property.

If I need to cancel my booking, will I pay a fee?

If you have a free cancellation booking, you won't pay a cancellation fee. If your booking isn't free to cancel anymore or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property, and you'll pay any additional costs to the property.

Can I cancel or change my dates for a non-refundable booking?

Changing your dates for non-refundable bookings isn't possible. If you decide to cancel your booking, you may incur charges. Any cancellation fees are determined by the property, and you'll pay any additional costs to the property.

Where can I find my property's cancellation policy?

You can find this in your booking confirmation.

How do I know if my booking was canceled?

After you cancel a booking with us, you should get an email confirming the cancellation. Make sure to check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, contact the property to confirm they got your cancellation.

Payment

Who's going to charge my credit card and when?

You may be charged a prepayment according to the property's prepayment policy. This is done to verify your credit card, where a temporary hold is placed on an amount until after check-out. It's best to contact the property for any questions about how you'll be charged.

What's prepayment?

Some properties require a prepayment. The prepayment is an amount charged by the property before your stay. The date of the payment and how much is charged depends on the property's prepayment policy.

What fees are included or excluded from my booking?

Booking.com doesn't charge a booking fee. Any additional charges or taxes you see are defined by the property and local tax rules.

Can I pay for my stay in advance?

Possibly, but it's up to the property.

When will I be charged?

It's up to the property and depends on your payment policy. It's best to ask the property directly.

Can I pay for my stay with a different credit card than the one used to book?

It's very likely, yes. Properties usually accept payment for a stay with a different card or cash. To confirm that paying with a different credit card is okay, contact the property.

Does the property need a deposit or a payment in advance?

It depends on the booking's payment policy.

Why do I need to provide my credit card details?

Properties request this to confirm your reservation. You may be pre-authorized* to ensure that your credit card is valid and has sufficient funds. In some cases, your details are used to pay for your stay when you book.

*A pre-authorization is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, depending on the property and your card provider.

The property charged me. What should I do?

Depending on the booking's payment policy this charge may be either of the following:

A pre-authorization, which is a a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, depending on the property and your card provider.

A deposit or prepayment, which are required by some properties when you book. This is highlighted in your confirmation email. If you're eligible for free cancellation, this amount is returned to you when you cancel your booking.

Are taxes included in the price?

This depends on the property, the room you booked, and the local tax requirements. You can see any additional taxes in your booking's price details.

Booking Details

Can I make changes to my booking (i.e. change dates)?

Yes! You can make changes to your booking from your confirmation email or at Booking.com. Depending on the property's policy, you can do the following:

Change check-in/out times

Change dates

Cancel booking

Edit credit card details

Change guest details

Select bed type

Change room type

Add a room

Add a meal

Make a request

Contact the property

How do I get more info about the room or property's facilities?

You can find the room and property facilities in your booking confirmation.

I'll be arriving outside check-in hours. Can I still check in?

This depends on the property who will do their best to meet your needs but can't guarantee your request. You can do either of the following:

I can't find my confirmation email. What should I do?

Just enter your email below and we’ll resend it to you. Make sure to check your inbox and spam/junk mail folders.

How can I get an invoice?

The property can provide you with an invoice for your stay, so please contact them directly.

Will I pay the full price for my child(ren)?

Additional costs for children, if any, aren't included in the reservation price. Check with the property directly to see if and when you'll pay for your child(ren).

Can we get extra beds/cribs for my child(ren)?

It depends on the property's policy. Additional costs for children, including extra beds/cribs, aren't included in the reservation price. Contact the property directly for this info.

What's the difference between a double room and a twin room?

A double room has 1 double bed and a twin room has 2 single beds. If a room is called a double/twin, it can be set up for either type. The property will do its best to accommodate your needs.

Communications

Why does the property's email address end with @property.booking.com?

For each reservation, Booking.com provides a unique and anonymous alias email address for both you and the property. All messages sent to this alias email will be forwarded to the property, including links, images, and attachments (up to 15 MB).

For security purposes, Booking.com has an automated system that monitors communication for malicious content. This includes spam and the limitation of certain file types, such as .zip, .rar and .exe.

Please be aware that email communication generated by the property will be sent on their behalf by Booking.com. Booking.com cannot be held accountable for the content of the communication. If you suspect that the content of the communication is inappropriate, suspicious or contains spam, we ask that you report this information by clicking on the link at the bottom right corner of the email.

These communications will be stored by Booking.com. Booking.com can access direct communications upon request from either you or the property, and if strictly necessary, for security or law enforcement purposes, such as fraud detection and prevention.

Booking.com may analyze communications to improve its services. If you don't want Booking.com to monitor or store your direct communications made through Booking.com, please do not use the direct communication feature offered by Booking.com, including communication through alias email addresses.

What's the Booking Assistant?

We designed the Booking Assistant to help you make changes to your future bookings. It’s a 24/7 virtual assistant that lets you send and receive messages from Booking.com.

How can it help me?

You can ask the Booking Assistant to request parking spaces, an extra bed, a different bed, alternative check-in or check-out times and more. The Booking Assistant can help answer any other questions you might have about your stay!

Where can I find the Booking Assistant?

When you have a future booking with us, you can find the Booking Assistant on your mobile phone, through the Booking.com app, on Booking.com’s website or mobile website, or using Facebook Messenger when you agree to receive your confirmation there. The Booking Assistant isn't currently available for the tablet mobile website and apps.

Does it cost anything?

The Booking Assistant is completely free to use, but it does require an internet connection. If you’re using it outside of the country where you normally use data services on your device, using the Booking Assistant might result in data-roaming charges.

Where do the answers come from?

The responses you receive through the Booking Assistant are sent by Booking.com – either by our Customer Service agents or on behalf of the property you made the relevant booking with.

Can I use the Booking Assistant in my language?

The Booking Assistant can only speak English for now, but we’re working on teaching it more languages. It’s a fast learner, so watch this space!

Room Types

We have children; can we get extra beds/cribs in the room?

Information regarding children and extra beds/cribs can be found under "Hotel Policies." Please take note of the following:

Any additional fees for children are not included in the reservation price.

During the online booking process, please make your request for any extra bed/crib in the "Special Requests" box provided.

If you’ve already booked your stay, just click the link provided in your email confirmation or at My Booking.com to request an extra bed.

We recommend calling the hotel prior to your arrival to guarantee your request. You can find the hotel’s contact information in your confirmation email.

What is the difference between a Double Room and a Twin Room?

A Double Room has one double/full bed and a Twin Room has 2 twin beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bed-type preference in the "Special Requests" box during the booking process.

What is a "non-refundable" or "free cancellation?"

Every room has a different policy set to it (by the hotel).

A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation.

Free cancellation means you can change or cancel your booking free of fees, if done within the time period set by the hotel. This is written in the room conditions and in your confirmation (for example "Cancel up to x days" or "Cancel before mm/dd/yy hh:mm").

Can I request an extra bed in my room and will there be an extra fee?

Information regarding extra beds can be found under "Hotel Policies." Please take note of the following:

Additional fees, if any, are not included in the reservation price.

During the online booking process, please note your request for an extra bed/crib in the Special Requests box provided.

If you’ve already booked your stay, just click the link provided in your email confirmation or at My Booking.com to request an extra bed.

We recommend calling the hotel prior to your arrival to guarantee your request. You can find the hotel’s contact information in your confirmation email.

Pricing

What does the price include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your cursor over the text in the column called "Conditions." This information will also be in your confirmation email, and can be found in your account when you sign in. If you don’t have an account, you can create one here.

Are the prices shown on Booking.com per person or per room?

The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.

Are taxes included in the price?

This depends on the hotel and the room type selected, but it’s easy to see what's included by checking the text under the room name. Tax requirements change from country to country so it's always good to check. You can see more detailed information about what is included in the price by moving your cursor over the text in the "Conditions" column. This information will also be in your confirmation email and can be accessed via My Booking.com.

Is breakfast included in the price?

This depends on the hotel and the room type. You can see if it's included by checking the text just below the room name. If it's not included, you can move your cursor over the text in the column "Conditions" to find out if it's available and what, if any, the additional costs are. This information will also be included in your confirmation email and at My Booking.com.

Do I pay a reservation fee to Booking.com?

No, we don't charge any fees at all.

What does the crossed out rate mean next to my room type?

The crossed-out rate shown for rooms is based on the third highest current price of the Supplier for your product or service with the same booking conditions in a 30-day window around your check-in date (15 days before and 15 days after check-in date; if less than 15 days are between today and the check-in date, we will use the corresponding number of days after the check-in date to result in a 30-day total). To ensure we are making a fair comparison, we always use the same reservation conditions (e.g. meal plan, cancellation policy and room type). This means that you get the same room for a lower price compared to other check-in dates at the same time of year.

Does Booking.com offer any special consideration discounts, or discounts with airline or hotel loyalty cards?

Booking.com provides the best available rates for the dates of your stay. It's not possible to have any further reductions on the price.

Do I pay the full price for my child(ren)?

Information regarding children can be found under "Hotel Policies." Please take note of the following:

Added fees for children, if any, are not included in the reservation price.

During the online booking process, please note your request for any extra beds/cribs in the "Special Requests" box provided.

If you’ve already booked your stay, just click on the link provided in your email confirmation or at My Booking.com to request an extra bed.

We suggest calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.

Can I use discount coupons (e.g. issued by magazines, stores, etc.)?

No, you cannot use discount coupons when booking on our website. In such cases you will need to follow the instructions given by the organization issuing the coupon.

Credit Cards

Can I make a reservation without a credit card?

You'll need a valid credit card to guarantee your reservation with most hotels. However, we are offering an increasing number of hotels that will guarantee your booking without a credit card. You also have the option to book a hotel using someone else’s credit card, provided you have their permission. In this case, when making your reservation please note the cardholder’s name and confirm that you have permission to use their card in the "Special Requests" box.

The property has charged my credit card. What should I do?

The charge you see could be any one of the following:

Pre-authorization: A pre-authorization is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your reservation. The amount will be unblocked after a certain amount of time. How long this takes will depend on the property and your credit card provider.

Deposit or prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If your reservation allows for free cancellation, this amount is returned to you if you choose to cancel it.

If you feel you've been charged in error, our Customer Service team is happy to find the best possible solution for you. Please contact us with your reservation number and details of the charge made, and we'll follow up with the property on your behalf.

Can I use a debit card to complete my reservation?

In general, hotels can't accept a debit card to guarantee a booking. However, there are some exceptions. You'll be able see if it is possible during the booking process.

What is a pre-authorization?

When you make a reservation, there may be instances where the hotel will contact your credit (or debit) card company to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorization for the full amount of your reservation.The hotel, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions of your booking.

What’s the difference between a pre-authorization and an actual charge to my credit card?

Pre-authorizations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorizations are temporary holds. The length of the hold will vary, and your credit card company can advise you on how they handle this.

How will I know if my card has been pre-authorized?

Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card has been pre-authorized, both the hotel and your credit card company can verify this.

How long will the pre-authorization hold affect my available balance?

Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorization procedures. These terms vary across the board, so it’s best to contact them for specific details.

Will the hold always equal the exact amount of my reservation?

In most cases, the hotel will pre-authorize your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on Booking.com. If this does happen, the hotel can explain why this has occurred.

Will this happen with all bookings made through Booking.com?

Hotels reserve the right to pre-authorize your card, but this doesn't mean it will occur with every booking. Don’t worry, if your card is pre-authorized, both the hotel and your credit card company are there to help. They may also be able to assist you with removing these holds sooner.

Can I make a reservation for myself using someone else’s credit card?

Yes you can, but only if you have the cardholder's permission. In this case, when making your reservation please note the cardholder’s name and confirm that you have permission to use their card in the "Special Requests" box, and be aware that the hotel may also require authorization from the cardholder. In the case of no-shows/late cancellations, any penalties will be charged to the card provided.

Why do I need to give my credit card details?

In most cases, Booking.com requests credit card details to confirm your reservation with the hotel, on your behalf. Your credit card may be checked (pre-authorized) to ensure that it is valid and/or that sufficient funds are available. After the check, the full amount will be available to you again. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking. Your credit card will only be charged if you have requested a prepaid room or if the cancellation policy, found under "Hotel Policies" and room "conditions" has not been followed.

Which credit cards can I use to complete my booking?

To guarantee a reservation via Booking.com all hotels accept:

MasterCard

Visa

Some hotels also accept other credit cards for the actual payment of stay; these are indicated during the booking process.

Property Policies

I will be arriving earlier/later than the stated check-in time. Can I still check in?

Usually this is not a problem; you can arrange for an after-hours check-in with most hotels. However, you should always confirm with the hotel. You can use the "Special Requests" box in the booking process to inform them of your estimated arrival time in writing. Once you’ve received your confirmation you can follow up with the hotel directly using the contact information provided.

You can specify your estimated check-in time while making the reservation.

You can contact the property directly using the contact details in your booking confirmation.

It's important to remember that the property can't always accommodate these requests. They'll be happy to let you into your room early if possible, but there might not be anyone there in person to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly and in advance to avoid confusion.

How can I find a hotel's check-in/check-out times?

Check-in/check-out times differ for each hotel. You can find a specific hotel's check-in/check-out times in the "Hotel Policies" section at the bottom of the hotel's page, as well as in your confirmation email.

How do I get more information about the room or hotel facilities?

To see the full list of room facilities and room photos, just click on the room type (e.g. "Queen Room"). You can find all of the hotel's facilities just below the list of room types under "Hotel Facilities."

I want to check out after the stated check-out time. What should I do?

A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at the front desk upon arrival.

I want a smoking room, but I can only choose a non-smoking room. How can I request a smoking room?

If there are no rooms listed as "smoking rooms," it means that the hotel does not allow smoking in rooms.

How do I find out if a hotel allows pets?

Pet policies are always displayed on the hotel’s page under "Hotel Policies."

Extra Facilities

How do I know if the hotel has parking facilities and how can I reserve a space?

Under "Hotel Facilities" you can see if the hotel has parking, and if any restrictions apply. If the hotel requests that you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

How can I find out if the hotel offers a shuttle service and how can I book it?

If the hotel offers a shuttle service it will be listed under "Hotel Facilities," by "Services." Once you have made your reservation you can arrange the airport shuttle directly with the hotel. The hotel’s contact information is listed in your booking confirmation. Please remember to have your flight details ready.

Can I store my bags at the hotel before check-in or after check-out?

You can see if a hotel offers luggage storage under "Hotel Facilities" on the hotel's page. If you need more information about the hotel's luggage storage facilities, please contact the hotel directly using the contact details provided in your booking confirmation.

How do I find out if a hotel has a certain facility, e.g. an elevator?

Under "Hotel Facilities" you can see a list of all the hotel’s facilities, activities and services.